Service Update due to COVID-19 pandemic

by Viral Thaker on March 20, 2020

Dear Partners,

As our country is preparing to battle the COVID-19 global pandemic, we standby in all our capacity to contribute to this war that the world has never seen before. For the last week, we were pro-actively assessing the potential risk to our business, operations & delivery due to this issue.

Taking stock of the situation & based on the learning from this assessment, we would like to inform you that as of now we have full stocks of most of our catalog collection which is, of course, subject to stock availability and the new refilled stocks will available based on how soon this issue settles. As of now while you are reading this email, we have 2 containers stranded in the middle of nowhere & we have decided to support the government’s decision to quarantine them for a greater good. 

With this, there are certain interim changes to our delivery as well as service SLAs & we hope to get your support in this pursuit.

1.       

The business would be as usual with minimal bandwidth & we would be taking up inquiries, booking as well as support requests. However, there might be a delay in our response time due to bandwidth issues on the delivery & installation/service requests.

2.       

Stocks are full as of now, however, it is subject to availability.

3.       

Mumbai is on lockdown so our warehouse there may be closed till 31st of March 2020 until further notice. This may affect deliveries to a certain extent.

4.       

For certain designs that are in the minimum stock status, our refill stock containers are stuck in the middle of the sea. This might take 15-20 days to clear as per the inputs we have from the customs & port authorities.

5.       

The updated interim SLA for all deliveries will be 7-10 Days until this issue is settled.

6.       

The updated interim SLA for all deliveries that are awaiting refill will be 20-30 Days, till the cargos are cleared by the authorities.

7.       

The updated interim SLA for all queries on email will be 1 business day, till this issue is settled

8.       

The updated interim SLA for all call/WhatsApp queries will be 3 hours, till the issue is settled.

We expect these operations to be on-going till the 1st week of April, hoping & praying that we all come out stronger and wiser at the end of this calamity.

Your kind support and patience will be appreciated and motivating, while we’re working hard & doing everything humanly possible to stand by our business commitments, but more than that our commitment to humanity.

Stay safe, practice social distancing and personal hygiene.

God bless us all.

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